Archive: IZEARanks
Hey IZEA Peeps! Sorry we skipped the Tip of the Week last week (if you must to know - it was my bad!) But to make up for it, I hope I can offer some great info regarding our new Customer Support portal.
Late last year, we introduced a new kind of support portal for our customers. As a customer, you don't need to do anything differently to reach us. Simply click any Contact Support link after logging into your account if you are a registered user. If you're not yet registered, you can use any of the Contact Support links throughout the site. This takes you to the new support portal in a new window, without losing your place in your PayPerPost account! (that's improvement #1!)
Once in the support portal, here is what you will see:
This offers you many options for self service, delivering immediate information and answers. We are updating the information here regularly so even if it's just been a week since your last visit, be sure to check our current info.
First, there's the Glossary. In the glossary, you will find terms that relate to general online marketing and blogging as well terms that are specific to the IZEA process. Having a tough time deciding which categories best fit your blog or opportunity? Check out our Blog Categories in the Glossary.
Next up is the Knowledge Base, where you can peruse our FAQ's or search for your topic, using the Troubleshooter link. We have separated the information items into different listings, based on the type of IZEA customer - PPP Advertiser, PPP Blogger, IZEARanks, etc. However, you will notice even when you log in as a PPP Blogger, you will still be able to see quite a few FAQ's in the PPP Advertiser section, and vice versa. We will continuously strive to remain up to date and timely, and the Customer Love team is great at identifying trends in customer issues. If it's not in the FAQ's yet, but we have an increasing number of folks with the same question, it's an easy add.
Sometimes it can be tough to find the answer you're looking for by simply sifting through FAQ's. We appreciate not everyone has time to do that. So you can simply do a search of our Knowledge Base. Either click on the Troubleshooter link in the Knowledge Base, or choose Submit a Ticket as search is one of the steps in submitting a ticket. All you need to do is enter a key word or phrase in the related section, and any matching topics will pop up. Want to see more details of one of them? Click 'See Complete Answer'.
Finally, if you cannot find the information you need, Customer Love folks are thrilled to help you out! Click on Submit a Ticket, if you haven't already. Here's why it is so important that you log into your account before clicking on Contact Support if you are a registered user: Some of your account information is auto-populated into our system when you are already logged in. This saves us time in beginning research, and will help get you an answer more quickly. Please also remember to add as many details as possible, especially when submitting a ticket about a specific page on the site, link or opportunity, prior communication, any system issues. Once again, this saves us some time-consuming guess work, and helps ensure we give you not only a faster answer but an accurate & useful one!
One of the aspects we loved the most when selecting the right new tool is that it allows YOU to rate US! Yep, that's right! We strongly encourage you to use the rating system of 5 stars (1 being lowest, 5 being best) when reading through the information we've provided in FAQ's or the Glossary (you'll find the stars toward the bottom of the information item). Have some extra time? Feel free to read up on several topics and rate them. We've already done one round of updates to the FAQ's and info based on the ratings received. Anything with low ratings was reconsidered and reworked, in most cases adding more detail. For example, the FAQ of 'How do I know if my blog qualifies?' was changed to offer more details.
On the Customer Love side of this new tool, we can more readily access your history of communication with IZEA. Please understand, you may see some 'canned' responses as part of your ticket answers, but don't take that personally! The entire Customer Love team put a lot of time into creating just the right answers to fit common questions We focus on remaining personable, even in our canned responses. Nobody likes receiving an incomplete automated response - and our standards are higher than that. So when the 'canned' response doesn't address your full question, you can be sure to also expect details specific to your situation.
Have a request for specific information to be added to the Knowledge Base? Find any incorrect info out there? Feel free to let us know by Submitting Feedback with your suggestions.
Look for more options and features from this support portal in the coming months. As you might imagine, we are adding information and preparing for SocialSpark. After release, we can dedicate even more time to updates, improvements, corrections, & regular maintenance.
